Summary
Mashreq is hiring a Senior Customer Service Officer for its Client Experience & Conduct group in the UAE. The role supports banking customers by phone, chat and email, resolves enquiries, explains retail banking products and procedures, and follows up on customer feedback. It also involves identifying sales opportunities and meeting customer service KPIs. Applicants should be university graduates, preferably with finance, banking or mathematics studies, and have 1–3 years of experience; the posting specifies UAE nationals only.
The posting
As published on mashreq.com. Pulled from the employer's site and shown as they wrote it.
Job Purpose
To delight internal and external customers over the phone ( inbound & outbound -call back)
- Interact with customers over the phone, chat , email to understand their banking needs.
- Provide excellent customer service to achieve customer loyalty.
- Resolve problems over the live chat, email or telephone.
- Convert sales opportunities in order to meet financial targets.
- Clarify and explain procedures and products over the telephone.
- Capture and report customer feedback towards continual product development.
Key Result Areas
Achieve the required KPI set in term of
Adherence
CRD
AHT
Quality score
post call suveuy
NPS
Key Result Areas (Continued)
- Operates in a Call Centre environment where the interface with customers is over the telephone.
- Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
- Mostly related to explaining procedures or providing information regarding retail banking products.
- Also involves root cause analysis and reversals of charges and fees when necessary.
Knowledge, Skills and Experience
Knowledge, Skills and Experience (Continued)
- University Graduate (preferably with some finance / banking or maths component).
- 1 – 3 years experience
- Very customer focused
- Computer literate
- Excellent communication skills
- Strong listening skills.